An experienced Customer Care professional with superior communication skills, high standard of quality, and natural leadership skills. Extensive training and experience in Customer Care, team leadership, and statistical analysis. Highly adaptable and a firm believer in developing communication infrastructures & processes that achieve mutual positive results between company and customer. Experience in implementation of new processes and continual review of existing processes using statistical analysis of performance relative to departmental KPI's. Experienced in making strategic decisions in order to improve and adapt existing processes based on both data and customer satisfaction. Consistent and dependable as a team member and highly motivated to achieve team goals. Extensive experience with team development, coaching, performance review, strategic planning, and proactive communications. Extremely personable and excited to provide meaningful contributions to a team.
Customer Advocate; 9/13/16-4/7/17;
Senior Customer Advocate; 4/7/17-7/16/2017;
Associate Manager; 7/16/17-1/1/19;
Scheduling Associate; 1/1/19-Current
Four years of experience in Customer Service leadership and operational functions. Responsible for effectively communicating to Customer Care Dept. regarding changes in processes and aligning to meet departmental KPI's. Responsible for continual review of staffing needs, scheduling, training, and workforce management in order to achieve and maintain metric goals.
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